Forecasting and scheduling campaigns involving sending outbound communications that generate inbound communications

A non-transitory, computer-readable medium comprising computer-executable instructions for generating a roster template for use in scheduling agent resources for a contact center to conduct a campaign that when executed cause at least one computer processor to:

• generate a forecast based on a set of campaign parameters and a historical dataset establishing a first success rate for generating an inbound communication using a second channel of communication as a result of sending an outbound communication using a first channel of communication and a first average response time to receive the inbound communication, wherein:
• (1) the set of campaign parameters comprises (a) the first channel of communication to be used to send outbound communications, (b) the second channel of communication to be used to receive inbound communications generated as a result of sending the outbound communications, and (c) a time period during which the campaign is to be conducted, (2) the historical dataset comprises historical outbound communications sent using the first channel of communication that generated historical inbound communications received using the second channel of communication during a historical time period, and (3) the forecast identifies a first number of inbound communications to receive using the second channel of communication during the time period the campaign is to be conducted;
• identify a first number of agent resources needed to handle the first number of inbound communications;
• and
• generate the roster template comprising one or more shifts identifying agent resources to schedule based on the first number of agent resources needed to handle the first number of inbound communications forecasted to be received during the time period the campaign is to be conducted.

A system for generating a roster template for use in scheduling agent resources for a contact center to conduct a campaign comprising:

• a workforce management component configured to:
• generate a forecast based on a set of campaign parameters and a historical dataset establishing a first success rate for generating an inbound communication using a second channel of communication as a result of sending an outbound communication using a first channel of communication and a first average response time to receive the inbound communication, wherein:
• (1) the set of campaign parameters comprises (a) the first channel of communication to be used to send outbound communications, (b) the second channel of communication to be used to receive inbound communications generated as a result of sending the outbound communications, and (c) a time period during which the campaign is to be conducted, (2) the historical dataset comprises historical outbound communications sent using the first channel of communication that generated historical inbound communications received using the second channel of communication during a historical time period, and (3) the forecast identifies a first number of inbound communications to receive using the second channel of communication during the time period the campaign is to be conducted;
• identify a first number of agent resources needed to handle the first number of inbound communications;
• and
• generate the roster template comprising one or more shifts identifying agent resources to schedule based on the first number of agent resources needed to handle the first number of inbound communications forecasted to be received during the time period the campaign is to be conducted.